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FREQUENTLY ASKED QUESTIONS

GENERAL QUESTIONS

SHOPPING INFORMATION

What products are available online?

A full range of Pottery Barn products are available online including furniture, tableware and decorative accessories. We carry all products in the Pottery Barn and Pottery Barn Bed & Bath Catalogs as well as some items that are sold in our retail stores. Products pages are marked with "Catalog/Internet Only", "Bed & Bath/Internet Only", "Store/Internet Only" and "Internet Only" to identify the other locations where they can be purchased. However, inventory may occasionally differ among our stores, catalogs and web site.

Will you hold the order and ship it at a later time?

We regret that online orders cannot be held for later shipment. We can, however, delay shipment if the order is placed through our Customer Service Center. Please call 1.888.779.5176 and a sales associate will be happy to complete your order.

Can I order by telephone?

You can place an order by telephone by calling 1.888.779.5176. Orders may also be placed by fax at 1.702.363.2541.

May I order catalog items online?

Catalog Quick Shop allows you to order any catalog product by using the item number found in the catalog. Simply enter the item number in the search box at the top of any page.

What type of operating system and browser do I need to shop on the Pottery Barn website?

We test our site on new versions of browsers and do our best to offer an optimal experience on the latest versions of all browsers and platforms. Our site is optimized for Microsoft Internet Explorer versions 6.0 or higher and Mozilla Firefox version 2.0 or higher. If you are using AOL and are experiencing problems, try using Internet Explorer or Mozilla Firefox while connected to AOL. If you are using a Macintosh computer, our site is compatible with OS9.0, OS10, and Safari version 3.1.1 or higher.

How do I enable JavaScript?

To use potterybarn.com, you must enable JavaScript in your browser. Please follow the instructions below based on your browser type and version.

Click the Custom Level button to open the Security Settings dialog box.

In the Settings list, scroll down to Scripting.

Under Active Scripting, click Enable so that a dot appears next to it.

(If you are unsure about the other Security Settings, please check with your Network Administrator).

Click OK to close the Security Settings dialog box.

Click Yes in the Warning! Message box.

Click OK to close the Internet Options dialog box.

Firefox 1.5 and higher

On the Tools menu, click Options.

Click on the Content icon.

Check the box next to Enable JavaScript.

Click OK.

For Mac Safari 2.0 and higher

Click Safari; then click Preferences.

Click the Security icon.

Under Web Content, check Enable JavaScript.

Close the window.

Firefox 1.0 and higher

Click on Firefox.

Click on Preferences.

Click on Web Features.

Check Enable JavaScript.

Click OK.

What version of Flash does the Pottery Barn website support?

We use Adobe Flash Player for video and many interactive experiences on potterybarn.com. We recommend using the most recent version of Adobe Flash Player, which is available from Adobe.

Will Pottery Barn send an order confirmation via email?

Yes. If you provide your email address when placing an order, we will send you a message confirming your order within 24 hours.

How can I find out the status of an order placed online?

Your order becomes available for online status-tracking 24 hours after it is placed. You can track your order status online by visiting the "Order Tracking" page. You'll need your order number and billing ZIP code to use this service. Alternatively, you can call 1.888.779.5176 and ask us to check your order status. For international order tracking, click here.

How can I make a change or cancel my order?

To make a change or cancel your order, please contact Customer Service at 1.888.779.5176. Once your order has been placed, it cannot be cancelled for UPS deliveries because your order has been processed for a timely delivery. We cannot accept returns on monogrammed, personalized, final-sale or special-order items, or on items damaged through normal wear and tear.

What is Pottery Barn's return policy and how do I return merchandise?

You can return eligible item(s) within 30 days of receiving an order or 7 days for Quick Ship upholstery items for a refund of the merchandise value. An original receipt or gift receipt is required. Monogrammed items and Made to Order furniture or rugs are not eligible for returns. Review the full list of ineligible items and our refund policy below before starting the process.

EASY WAYS TO RETURN:

Stores - You can return most non-furniture items to your local Pottery Barn store for free.

Original Receipt - Returns with the original receipt will be refunded in the original form of payment.

Gift Receipt - Returns with a gift receipt will be refunded in the form of a Merchandise Credit for the amount on the gift receipt.

Delivery Fees - Delivery fees are non-refundable and prior purchases are not eligible for price adjustments.

Cash & Check Refunds - Cash and check refunds over $100 will be issued as a company check and mailed to you (may take 14 business days).

Over $10,000 - If your return for Merchandise Credit Cards is greater than $10,000, we will issue you $10,000 in Merchandise Credit Cards to you that day, then mail additional Merchandise Credit Card(s) for the remaining amount owed to you.

When selecting a style for your monogram, keep in mind that the order of initials varies according to the style. For monogram styles in which the center letter is taller than the others, the order of initials is traditionally first/last/middle. For example, if your name is Laura Marie Clark, the monogram would be LCM. For styles in which all letters are equal in size, the order of initials should be first/middle/last. In this case, the monogram would be LMC. Note: Fitted sheets and washcloths cannot be monogrammed.

How can I find more information about Pottery Barn in Canada?

For store information, or to view a registry list, please visit our Canadian website at www.potterybarn.ca. Pottery Barn now offers online shopping to Canadian residents. To learn more, click here.

What is California Proposition 65, and how does it apply to the Mica Lamp & Chandelier Shades you sell?

The soldered metal rims on our Mica Shades contain lead. In accordance with Proposition 65, we issue the following warning to our California customers: "The materials used on the exterior of this product contain lead, a chemical known to the State of California to cause birth defects or other reproductive harm."

Can Pottery Barn assist my company with gift–giving and large orders?

Yes, our business–gift and incentives programs are designed to meet your needs year–round. Please call 1.800.838.2589 to speak with a sales associate or email us at businessgifts@potterybarn.com

Can you customize an item with a company logo?

Yes, many of the items in our business gift program can be embellished with a company logo. Please call 1.800.838.2589 or email us at businessgifts@potterybarn.com and we'll be happy to assist you.

Does Pottery Barn sell gift cards in bulk quantity?

Yes, to purchase gift cards in excess of $5,000, please call 1.888.684.7333 or email incentives@potterybarn.com for information about volume discounts.

Can I save items in my shopping cart for purchase at a later date?

Yes. Items placed in your shopping cart and not purchased immediately will remain there for 30 days. Your saved shopping cart is accessible only via the computer that created it, unless you log into your Pottery Barn account before adding items to your cart. If you add items to your cart while you are logged into your account, you can access your saved shopping cart by logging back into your account on any computer for 30 days.

In order to add items to my saved shopping cart, do I need to sign in?

If you are using the same computer, you will not have to sign in. However, in order to access a saved cart from a different computer, you will need to log into your Pottery Barn account before you add items to the cart, and then log back into your account when you return to see your saved items.

Why is my saved shopping cart empty?

After 30 days, items saved in your shopping cart are removed.

Why is the price of an item in my saved shopping cart different from when I selected it?

Prices are subject to change — including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.

What is California Proposition 65, and how does it apply to your products?

We test all of our dinnerware, glassware and other items used for serving food to ensure that they meet FDA and California Proposition 65 requirements for lead and cadmium. In accordance with Proposition 65, for materials that meet FDA standards but exceed Prop 65, we issue the following warning to our California customers: "The materials used on the exterior of this product contain lead, a chemical known to the State of California to cause birth defects or other reproductive harm." If the interior or pouring lip of a serving vessel is finished with a glaze that contains lead, we issue the following warning: "Use of this product will expose you to lead and/or cadmium, chemicals known to the State of California to cause birth defects or other reproductive harm."

SHIPPING AND PROCESSING INFORMATION

What shipping and processing options are available?

We offer two types of shipping and processing: standard and rush delivery.

Standard Shipping and Processing

Our shipping and processing charges are intended to compensate our company for processing your order, handling and packing the products you purchase, delivering them to you, and covering related overhead. Most purchases shipped from our warehouses will arrive within 4-5 business days. If there is a delay, we will notify you by mail or email. Some items sent directly from our suppliers may take longer, and items ordered together may not arrive in the same box. Items shipped to Alaska and US Territories are delivered by UPS or USPS at our regular shipping and processing fees, with an additional charge of $10. Some heavy or oversized items cannot be shipped outside the contiguous 48 states. For customers wishing to ship orders to US Territories, APO or FPO addresses via Parcel Post, please call our Sales Department @ 1.888.779.5176.

*The regular shipping and processing charges stated on the Delivery and Processing Charges Chart cover Parcel Post delivery. These charges do not include Surcharges that may apply to some items or Next Day Charges.

Next Day Delivery and Processing

For an extra charge of $17.50 per address, within the contiguous 48 states, we can arrange for next day delivery to most destinations. If we receive your order by 6 pm PT Monday through Friday, you'll receive your order the next business day; orders placed Friday after 6 pm through Sunday will arrive on Tuesday. Note: Next Day Delivery service is not available for some oversize items, White Glove Delivery, out of stock items, items on backorder, personalized items or for items shipped directly from the manufacturer. For questions, please call 1.888.779.5176 for more

What is Unlimited Flat Rate Furniture & Freight Delivery?

With Unlimited Flat Rate Furniture & Freight Delivery, an unlimited number of eligible furniture and select non-furniture items in your order can be delivered for a single flat rate. Eligible items will display "Unlimited Flat Rate Delivery" on the product page. The exact shipping charge is based on your shipping location and will be applied in the Checkout Payment & Review page.

We'll call you in advance to schedule a delivery time, then bring the item into your home, unpack and inspect it, perform simple assembly, and dispose of all packaging material. Please note, we cannot unpack and assemble outdoor patio structures, select grills, marble and stone sink consoles, lighting, mirrors, rugs, headboards attached to a metal frame and any items requiring home installation. We offer two types of shipping and processing: standard and rush delivery.

Special Order Items (usually upholstered furniture) Arrives in 6-8 weeks

In Stock Items (usually non-upholstered items and Quick Ship furniture) Arrives in 7-10 days in most metropolitan areas** Arrives in 2-4 weeks in all other area

Delivery is by appointment Tuesday - Saturday in most major metropolitan areas, with Monday delivery available in some areas. Our delivery service will contact you to arrange a delivery date. Service to outlying areas may be restricted based on geographic location. Unlimited Flat Rate Furniture + Freight Delivery items cannot be shipped outside the contiguous 48 states. Please call Customer Service at 1.877.812.6235 for further delivery details.

How are shipping and processing surcharges calculated?

Shipping and processing charges are based on the merchandise total for each delivery address.

What is a Delivery and Processing Surcharge?

Because furniture, rugs and other large items are bulky, heavy, and may have limited availability, these items have a delivery and processing surcharge. This charge is listed in parentheses ($) after the item price and is in addition to regular delivery and processing charges.

What is Quick Ship?

Items marked as Quick Ship will usually be delivered within 2 to 4 weeks. There is no additional charge for Quick Ship delivery. This service is subject to product availability at time of shipping.

How is Sales Tax Charged?

Sales tax on the merchandise total is charged for items shipped to the following states and US territories: AL*, AR*, AZ*, CA*, CO*, CT*, DC*, FL*, GA*, HI*, IA, ID, IL*, IN*, KS*, KY*, LA*, MA, MD*, ME*, MI*, MN*, MO*, MS*, NC*, ND*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, SD*, TN*, TX*, UT, VA*, VT*, WA*, WI*, WV*, WY and Puerto Rico*. States and US territories marked with an asterisk also collect taxes on shipping and processing charges. Except as otherwise noted, all sales are made by Williams-Sonoma DTC, Inc., and the local sales tax of the delivery destination is also charged. All sales shipped to Texas locations are made by Williams-Sonoma DTC Texas, Inc., and the sales tax is based on the location where the order was received. Orders shipped to California locations are F.O.B. destination point which means title passes in California.

Why is the price of an item in a store different from what I see online?

In Canada and Puerto Rico, retail prices may vary from those listed in our catalog and on our website. For further assistance, please contact Customer Service at 1.888.779.5176.

Can orders be shipped to a P.O. Box?

Yes, items can be shipped to a P.O. box. However, we regret that rush orders, extra large items and those shipped directly from our vendors cannot be sent to a P.O. box; please call 1.888.779.5176 for information.

Can orders be shipped to foreign countries?

Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in various foreign countries. For a list of available shipping countries and shopping currencies, click here.

Does Pottery Barn ship merchandise to Canadian addresses?

Yes. Through our partnership with Borderfree, we are pleased to provide international shipping for customers in over 90 countries, including Canada. Shop in your preferred currency with your final price guaranteed. For a list of available shipping countries and shopping currencies, please click here. Additionally, Canadian customers can purchase oversized items and items delivered by our White Glove Delivery Service by ordering through a local store. Prices on our Web Site may differ from prices in stores. Delivery restrictions may exist. To place an order, call your local store.

Our web sites use "cookies." We may also use cookies in emails that you receive from us. A cookie is a small amount of data that is sent to your browser from a web server and stored on your computer's hard drive. Generally, we use cookies to remind us of who you are, tailor our products, services and advertising to suit the personal interests of you and others, estimate our audience size, assist our online merchants to track visits to and sales at our sites and to process your order, track your status in our promotions, contests and sweepstakes, and/or analyze your visiting patterns.

Certain of our Service Providers may use cookies and collect information on our behalf. They are prohibited by our contract with them from sharing that information with anyone other than us or our other Service Providers. However, we respect your right to choose whether to be included in such services. You may opt out of certain of these services by clicking here. In addition, in connection with the services that they provide to us, certain of our Service Providers may work with third parties who may use cookies to collect anonymous information to tailor advertising for you and others elsewhere on the web. These third parties do not have access to any personal information about you. If you would like to opt out of accepting cookies altogether, you can generally set your browser to not accept cookies or to notify you when you are sent a cookie, giving you the chance to decide whether or not to accept it. However, certain features of the web site or our services may not work if you delete or disable cookies.

ORDERING AND SHIPPING TO ALASKA

Does Pottery Barn ship merchandise to Alaska?

Yes, Pottery Barn ships merchandise to Alaska.

How are items that are shipped to Alaska delivered?

Items shipped to Alaska are delivered by UPS or USPS at our regular shipping and processing fees, with an additional charge of $10. Some heavy or oversized items cannot be shipped outside the contiguous 48 states. For customers wishing to ship orders to APO or FPO addresses via Parcel Post, please contact Customer Service at 1.888.779.5176.

What are the standard shipping and processing charges for shipping to Alaska?

Order Total

Total Charges

Up to $15.00

$4.95

$15.01 - $25.00

$6.00

$25.01 - $45.00

$8.00

$45.01 - $65.00

$11.00

$65.01 - $90.00

$14.00

$90.01 - $125.00

$17.00

$125.01 - $200.00

$21.00

$200.01 & over

10%

$3,000.01 & over

5%

Add $6.00 for each gift wrap.

How is sales tax calculated?

Sales tax on the merchandise total is charged for items shipped to the following states and US territories: AL*, AR*, AZ*, CA*, CO*, CT*, DC*, FL*, GA*, HI*, IA, ID, IL*, IN*, KS*, KY*, LA*, MA, MD*, ME*, MI*, MN*, MO*, MS*, NC*, ND*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, SD*, TN*, TX*, UT, VA*, VT*, WA*, WI*, WV*, WY and Puerto Rico*. States and US territories marked with an asterisk also collect taxes on shipping and processing charges. Except as otherwise noted, all sales are made by Williams-Sonoma DTC, Inc., and the local sales tax of the delivery destination is also charged. All sales shipped to Texas locations are made by Williams-Sonoma DTC Texas, Inc., and the sales tax is based on the location where the order was received. Orders shipped to California locations are F.O.B. destination point which means title passes in California.

ORDERING AND SHIPPING TO U.S. TERRITORIES

How are items that are shipped to US Territories delivered?

Items shipped to US Territories are delivered by UPS or USPS at our regular shipping and processing fees, with an additional charge of $10. Some heavy or oversized items cannot be shipped outside the contiguous 48 states. For customers wishing to ship orders to US Territories, APO or FPO addresses via Parcel Post, please contact Customer Service at 1.888.779.5176.

What are the standard shipping and processing charges for shipping to US Territories?

Order Total

Total Charges

Up to $15.00

$4.95

$15.01 - $25.00

$6.00

$25.01 - $45.00

$8.00

$45.01 - $65.00

$11.00

$65.01 - $90.00

$14.00

$90.01 - $125.00

$17.00

$125.01 - $200.00

$21.00

$200.01 & over

10%

$3,000.01 & over

5%

Add $6.00 for each gift wrap.

How is sales tax calculated?

Sales tax on the merchandise total is charged for items shipped to the following states and US territories: AL*, AR*, AZ*, CA*, CO*, CT*, DC*, FL*, GA*, HI*, IA, ID, IL*, IN*, KS*, KY*, LA*, MA, MD*, ME*, MI*, MN*, MO*, MS*, NC*, ND*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, SD*, TN*, TX*, UT, VA*, VT*, WA*, WI*, WV*, WY and Puerto Rico*. States and US territories marked with an asterisk also collect taxes on shipping and processing charges. Except as otherwise noted, all sales are made by Williams-Sonoma DTC, Inc., and the local sales tax of the delivery destination is also charged. All sales shipped to Texas locations are made by Williams-Sonoma DTC Texas, Inc., and the sales tax is based on the location where the order was received. Orders shipped to California locations are F.O.B. destination point which means title passes in California.

Are there any Pottery Barn stores outside of the contiguous 48 states?

Yes, Pottery Barn recently opened a store in Puerto Rico. For a complete list of Pottery Barn stores, click here.

For items that are delivered using our White Glove Delivery service, most pieces will be brought to the room of your choice, unpacked, assembled and inspected, and all the packing materials will be taken away. And so you don't have to wait all day, we schedule a delivery time to fall within a two–hour window. Delivery is by appointment, Monday — Saturday; our delivery service will call to arrange a day. White Glove Delivery is available in the contiguous 48 states selectpostal codesin Canada.

How are beds delivered?

Complete beds are delivered by our White Glove Delivery service. Headboards are delivered by an alternative delivery service, and White Glove assembly service is not available for headboards.

Why is there a delivery surcharge ($) for some items?

Because furniture, rugs and other large items are bulky and heavy, our cost to ship them is higher than for other items. Therefore, these large items have a delivery surcharge; this charge is listed in parentheses ($) after the item price and is in addition to regular delivery charges.

SECURITY INFORMATION

When I submit credit card information online, is it secure?

Potterybarn.com has sophisticated encryption and authentication tools to protect the security of your credit card information, and we will do our best to protect its security on our systems. Specifically, every page in the potterybarn.com ordering process that requests credit card information uses Secure Socket Layer (SSL) encryption, which is designed to render information unreadable should anyone try to intercept it. However, we cannot guarantee or warrant the security of any information you transmit to or from our Web site, and you do so at your own risk. To help ensure others will not have access to your credit card information while on our Web site, we urge you to sign off your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.

What is the credit card verification number?

This number printed on your card provides a safeguard when a purchase is made using your credit card. For Visa, Mastercard and Discover Network, it is the last three digits printed on the back of the card. For American Express, it is the four digits printed above the account number on the front of the card.

REGISTRY

CREATING AND MANAGING A REGISTRY

How do I create a registry at Pottery Barn?

You may create a gift registry online or at any one of our stores. Either way, we will guide you through the selection process and help you find everything you need.

Are all products on Pottery Barn's website and in the Pottery Barn catalog available to add to my registry?

Most products available from potterybarn.com and the Pottery Barn catalog are available to add to your registry online; however, some seasonal items may not appear in the registry assortment. For assistance with a catalog or potterybarn.com item that you cannot find in the registry, please call 1.888.779.5176.

Pottery Barn also offers some products through its retail locations only. To add a retail store product, please call or visit a Pottery Barn store near you.

When should I register?

We suggest that you register six to eight months before the wedding or other event. This allows family and friends enough time to purchase gifts for engagement parties and showers, as well as your wedding. We also advise you to visit your registry regularly to add our latest products, and to make sure that there is still a wide selection of gifts for your friends and family to choose from.

How many items should my registry include?

You should register for more items than invitees, especially if you're listed at several stores–you want to provide options at various price points. We suggest that you register for items for all the spaces in your home: dining, living room, bedroom, bath, outdoor, etc. Include several items that aren't part of a set, and consider big–ticket "wish list" items for guests who want to pool their resources.

Yes, you can register for Gift Cards. Many guests would like to give Gift Cards, but would feel more comfortable doing so if they knew it was an option you had requested. Gift Cards are also a good backup to have in case your registry reaches completion and a guest isn't sure what you'd like.

During the registry creation process, just indicate at the bottom of the Shipping Information page that you'd like to receive Gift Cards. If you decide after you have registered that you would appreciate Gift Cards from your guests, simply click on the link to "My Profile" within the Manage My Registry page. You will be able to track Gift Card purchases in the Thank You Note Manager. Gift Cards may be redeemed online, by phone or at Pottery Barn stores.

Can I make changes to my registry?

Yes. You can add or delete items, or make changes to your personal information on your registry whenever you wish. You can make your changes online any time, 24 hours a day, 7 days a week. Or, simply visit any one of our stores or call 1.888.779.5176.

What if I forget my password?

If you listed an email address when you created your registry, we can send your password to that address. This email will include all passwords that are associated with your registry. For security reasons, we cannot send passwords to any email address other than the one listed in your registry profile. If you did not list an email address, please call 1.888.779.5176 for this information, or visit a Pottery Barn store.

How does Pottery Barn protect my personal information online?

We take security and protection of personal information very seriously. When you first create your registry, you will be asked to establish a password. This password must be used to edit your registry or to gain access to your profile.

Once you create your registry, you may select one of three access options for your friends and family by going to Manage Your Registry and selecting Privacy Settings. "Open" access allows anyone that visits potterybarn.com to view the registry and purchase gifts online. "Password Protected" means you create a password to be given to friends and family, who must then use the password to view the registry and purchase gifts online. Finally, Open Only to Registrant means that only you can edit and view your registry online; guests must visit a store to view your registry or to make purchases.

Regardless of which guest access option is selected, your registry is always accessible at any Pottery Barn store.

Will my personal information (address, telephone numbers, ship-to address, etc.) be accessible to friends and family or displayed on the website?

No. Only your name, event type, event date, city and state will be displayed on the website or printed on your registry. All ship–to addresses are secured within our system, and gifts are automatically shipped to the address that you have specified in your registry profile.

Can I have multiple ship–to addresses?

Yes. You may specify a ship-to address for both before and after the event. Make sure when designating an address that there will be someone present to accept deliveries.

Do my friends and family need a password to access my registry online?

It is up to you to decide whether friends and family will need a password to view your registry online in your Privacy Settings within your registry profile. This password will only be necessary when your guests shop online. All registries are available for viewing in our stores without a password.

If you decide to select a password, you will need to share it directly with your friends and family. Pottery Barn will not disclose any passwords.

Will I be notified if items on my registry are on backorder, have been discontinued, or are no longer available for any reason?

We will send you an email when an item we normally carry year–round is no longer going to be offered, so that you can choose to either purchase that item while quantities are still in stock, or add something else to your registry instead.

For backordered items, a message will appear under "Registry Status" after you log into your registry. Friends and family can still purchase these items for you for a later delivery.

How do I print my registry?

To print your registry, click "View Registry" from the top navigation. Once your registry appears, select the Print Version icon to create a printer–friendly version of the registry. Then simply select "Print" from your browser. You may also visit any store to receive a copy of your registry.

How long do registries remain online?

Your registry will remain active for one year after the date of the event.

Where can gifts from my registry be purchased?

Gifts from your registry may be purchased online, at any Pottery Barn store or by calling 1.888.779.5176.

What is The Knot and why will my registry be displayed there?

The Knot is a website that helps couples plan their wedding. Pottery Barn's partnership with The Knot offers another convenient way for friends and family to access to your registry. Once you have registered at Pottery Barn, your registry will automatically be accessible for viewing at The Knot.(Only the registrant names can be viewed on The Knot.) Access is subject to any privacy options that the registrant has established.

If you would prefer not to be included on this partner site, please contact our registry customer service at 1.888.779.5176.

How can I permanently delete my Pottery Barn registry?

If you would like to remove your registry from us, please contact our Registry Customer Service at 1.888.779.5176.

How often are registry purchases updated?

Your registry is updated one to two hours after an order has been placed online, and within 48 hours after an item is purchased at one of our stores.

What if I receive duplicate gifts?

If you receive a duplicate gift, you may take the items to any Pottery Barn store, where our Associates will be happy to issue a merchandise voucher or help you choose an alternate gift. If you would prefer to return your packages through the mail, simply refer to the instructions on the packing slip or call 1.888.779.5176. You can also view our return policy and instructionsonline.

How do I return gifts purchased from my registry?

For returns of items purchased from your Pottery Barn registry, we will gladly provide a refund or exchange within 90 days of your event or within 90 days of purchase (whichever date is later).

Wedding + Gift Registry Support: 1.888.779.5176

EASY WAYS TO RETURN:

Stores - You can return most non-furniture items to your local Pottery Barn store for free.

Gift Cards and merchandise credit cards may be redeemed online, by phone, or at any Pottery Barn, pottery barn kids, PBteen, west elm, Williams–Sonoma and Mark and Graham and store. To redeem online, enter the 16–digit card number and the 8-digit pin number in the "REDEEM GIFT CARDS OR PROMOTIONS" section on the Payment Information page during checkout. There will be the option to enter up to five Gift Cards or merchandise credit cards per order, which will automatically be deducted from your order total.

How do I check the balance of Gift Cards or merchandise credit cards online?

Yes. Pottery Barn offers 10% off any items remaining on your registry, as well as any items you wish to add. You may take advantage of this discount as many times as you would like for up to six months. You will receive an email in the weeks after your celebration explaining the details. When you are ready to take advantage of the online completion program, sign in to your registry and select "Completion Program" from the top navigation. You will find more information on the program and a link that allows you to apply the 10% discount to your purchase.

Is Pottery Barn Registry available in Canada?

Yes. Our Canadian stores have a registry program exclusively for our Canadian registrants. To create or manage your registry, please visit any Canadian store. Registrants and guests can view Canadian registries by visitingwww.potterybarn.ca. Gifts can be purchased at any store and shipping is available (with some exclusions) anywhere in Canada. For information about creating or making purchases from a Canadian Registry, please visit or contact one of ourCanadian Pottery Barn storesor call 1.800.678.1699 (if calling from the United States or Canada.)

We're sorry for the inconvenience, our registry program is only available to customers in the U.S. and Puerto Rico at this time. If you are in Canada, please visit our stores, call 1.800.678.1699 or visitwww.potterybarn.cato view a registry list.

FINDING AND SHIPPING FROM A REGISTRY

Where can I purchase gifts from a Pottery Barn Registry?

You can purchase gifts from a registry online, by calling 1.888.779.5176 or by visiting any Pottery Barn store.

How do I find a registry?

There are three ways to search for a registry: call 1.888.779.5176, visit any Pottery Barn store, or search online. Finding a registry online is as easy as selecting Registry from the top navigation. Once you are in the Registry section, click onFind A Registry. Then enter the first name and the last name of the registrant and select Find Registry. You can include the registrant's event date or their state of residence to help narrow the search, but this information is not required. Once you find the registry that you are looking for, just click on the name to view the registry. If you are unable to find the registry or a gift that you would like to purchase, browse our gift ideas section to find the perfect gift.

What if I cannot find a registry online and I know that someone is registered with Pottery Barn?

If you are searching for a Canadian registry, please note that Canadian registries are not accessible online. Registrants and guests can view Canadian registries by visitingwww.potterybarn.ca. For assistance with a Canadian registry, please contact a Canadian Pottery Barn store or call 1.800.678.1699 (if calling from the United States or Canada).

If you are searching for a U.S. registry, please note that, for privacy reasons, some people choose to limit access to their online U.S. registry. If you cannot find the U.S. registry you are looking for, call 1.888.779.5176 or contact any U.S. Pottery Barn store.

If I am purchasing a gift, do I need a password to access a registry?

To ensure their privacy, some registrants choose to have friends and family use a gift-giver password. The registrant must advise gift–givers of this password in order to gain access to the registry.

What should I do if I forget the gift–giver's password?

Please contact the registrant directly. For privacy reasons, Pottery Barn will only disclose the password to the registrant.

Can I select a gift from merchandise not included on the registry list?

Yes. Explore the entire Pottery Barn collection — including gifts. If you have selected a registry during your visit, you may indicate that this is a gift for that registrant. If you purchase something that was not previously on the registry, it will appear on the registry as having been purchased so that other gift givers know not to purchase the same item.

Can I include a Gift Card with gifts purchased online?

Yes. During the checkout process, you have the option of typing a personal message that will be printed on a card and included with the gift. For larger items, the gift message will be printed on the packing slip.

Will you gift wrap an item selected from a registry?

Yes. For an additional charge of $6.00 per address, we will wrap your order and include your printed message on a Gift Card. The gift wrap option is made available to you during the checkout process. If you choose to gift wrap more than one item online, each item will be wrapped separately. To wrap multiple items together, you can call Customer Service at 1.888.779.5176. We regret that large items and those shipped directly from the manufacturer cannot be gift wrapped.

How do I purchase Gift Cards online?

It is easy to purchase a Gift Card online.Click hereto order a Gift Card online or call 1.888.779.5176 and an associate will be happy to help you. Gift Cards are available in the following denominations: $25, $50, $75, $100, $150, $200 and $250. The Gift Card will arrive in a special gift package with your personalized message, along with a copy of our latest Pottery Barn catalog for easy shopping. There is no shipping and processing charge for Gift Cards if you select Standard Delivery (5–7 business days). If you wish, you can also ship the Gift Card via Rush Delivery for an additional $8.50 per order. Next day orders received by 9am PT Mon — Fri will arrive next business day; orders placed after 9am Fri — Sun PT will arrive on Tues.

How do I know if an item is on back order or is no longer available?

As you shop, we will let you know if an item is on back order or is no longer available. If the item is on back order, we will tell you the date when we expect it to be available for shipment.

Will Pottery Barn confirm my online order?

Yes. If you provide your email address when placing an order, we will send you a confirmation notice within 24 hours.

How can I check the status of an online order?

You can check the status of an order with ourOrder Trackingservice. All you need is the order number and your billing zip code. Alternatively, you can call 1.888.779.5176 and we will check the status of your order.

Can I purchase items for myself or someone else while I am shopping from a registry?

Yes. As you shop for items not included on a registry, you will be asked if this is for a registrant and if you would like the item shipped to you, a registrant or other.

You may choose to have a gift shipped directly to the registrant or, if you prefer, to another address that you select. If you choose to ship directly to the registrant, we will send the gift to the address they have specified. For privacy reasons, you will not see the registrant's shipping information during this process.

Can I send a group gift?

We offer a group eGift card. Our group eGift option allows you to share the cost of a gift with friends or family instead of paying for the entire gift yourself. Collected contributions are pooled together and the gift recipient receives an eGift Card for the total value of all contributions.Click hereto get started.

Currently, Borderfree supports billing in over 40 global currencies, with more being added on an ongoing basis.Click hereto view and select from a list of our supported currencies. Once you confirm your preferences, you will be able to see product prices in your selected currency.

Can my order be delivered internationally?

Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shopping experience for customers in various foreign countries. Through Borderfree, we present product prices in the international currency of our customer's choice and a guaranteed order total. For a list of available shipping countries and shopping currencies, please visit our international landing page.

Hazardous materials, live botanicals, aerosols, food products and other items restricted from exporting.

Items with licensing restrictions.

Gift Cards.

Canadian customers can purchase most furniture and oversized items online and in store. Delivery restrictions exist;click hereto view available delivery areas in Canada or visitour stores.

Please note: Our electrics CAN be shipped internationally, but they MUST be used with the correct outlet adapters and voltage converters for your area. Plugging our electrics into improper outlets (in excess of 110–120 volts) may result in fire and/or injury.

How will I know how much my order will cost?

After you've added items to your basket and clicked on the checkout button, Borderfree will calculate and display a guaranteed order total in your preferred currency — including all shipping costs from our warehouse(s) in the U.S. to your selected international destination, and any applicable duties and taxes imposed by the customs and revenue authorities in the destination country.

Are prices on the Web Site the same as prices in stores?

No. The prices displayed on our Web Site may differ from prices that are available in stores.

Are there any additional costs that will be due upon receipt of my order?

No. When you use the Borderfree global checkout, you will be given a guaranteed order total in your preferred currency. The order total presented will be the exact amount that you will be billed by Borderfree. There will never be any additional costs billed upon delivery or due as C.O.D. charges.

What payment options does Borderfree support?

Currently, Borderfree supports Visa and MasterCard for all international orders. American Express is accepted for orders purchased in US Dollars, Australian Dollars, British Pounds, Canadian Dollars and European Euros.

I live in the U.S. Can I use Borderfree to ship an order internationally but pay in U.S. Dollars (USD)?

Yes. You can ship internationally using a U.S. billing address and a U.S. credit card (Visa, MasterCard, or American Express). This also works if you're an American traveling or living abroad.

What are my international shipping options?

You will be quoted a specific delivery promise during checkout based on your selected destination country and the shipping methods available for the items in your shopping cart.

How much does international shipping cost?

International shipping is calculated using a number of factors, including the number of items you are purchasing, the weight of the items, and the destination country/region.

When am I billed and what will my credit card statement say?

Your credit card will be billed by Borderfree when your package is shipped to its final international destination. "51*Pottery Barn" will appear on your credit card statement.

How much duty and taxes are charged on international orders?

Duty (or customs tariffs) is set by the destination country's customs authorities and is based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries Borderfree supports. Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree global checkout.

Do you ship to U.S. military addresses (APO/FPO)?

Orders shipping to U.S. military addresses should go through our domestic checkout, as they are not subject to the same costs and logistics flows as other international orders. To do this, you should shop as if shipping to an address within the U.S.

I live outside of the U.S. Can I use Borderfree to ship to a U.S. address?

To place an order with an international billing address shipping to a US address, please call 1.888.779.5176. A care center representative will be able to assist you with placing an order.

Do you ship furniture items internationally?

International shipping restrictions prevent us from shipping Furniture and oversized items to some countries outside of the U.S.

Our electrical products are UL–Listed and manufactured in compliance with U.S. standards. If you are purchasing this item for use outside of the U.S., use only with the appropriate outlet adaptor and voltage converter for your country. Do not plug into an electrical outlet higher than 110–120V as this could result in fire and/or injury.

Are your lighting fixtures compatible with all electrical outlets?

Our lighting fixtures are UL–Listed and manufactured in compliance with U.S. standards. If you are purchasing this item for use outside of the U.S., use only with the appropriate outlet adaptor and voltage converter for your country. Do not plug into an electrical outlet higher than 110–120V as this could result in fire and/or injury.

How can I track my international order?

You can track the progress of your international package(s)here. Canadian customers who purchased oversized items and items delivered by our White Glove Delivery Service through a local store should contact the store for more information. Find your local storehere.

Who should I contact if I have questions regarding my order after I have made a purchase?

Please contact us atinternational@potterybarn.com, +800.15002222 or 1.855.860.1079 if calling from Canada and Pottery Barn will gladly assist you with any questions regarding your international order. Canadian customers who purchased oversized items and items delivered by our White Glove Delivery Service through a local store should contact the store for more information. Find your local storehere.

Can I purchase or redeem international gift cards?

Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for internationally-shipped orders.

What is your return policy for international orders?

Online returns are available only for items that were shipped to the United States. If you would like to return items that were shipped outside the US, please seeInternational Returns and Exceptions.

Is Pottery Barn Wedding & Gift Registry available to international customers?

We're sorry for the inconvenience, Wedding & Gift Registry is only available to U.S. customers at this time. If you are in Canada, please visit our stores, call 1.800.678.1699 or visitwww.potterybarn.cato view a registry list.

GIFT CARDS AND eGIFT CARDS

GIFT CARDS

How do I purchase Gift Cards online?

It is easy to purchase a Gift Card online or call 1.888.779.5176 and a sales associate will be happy to help you. Gift Cards are available in the following denominations: $25, $50, $75, $100, $150, $200 and $250. The Gift Card will arrive in a special gift package with your personalized message, along with a copy of our latest Pottery Barn catalog for easy shopping. There is no shipping and processing charge for Gift Cards if you select Standard Delivery (5–7 business days). If you wish, you can also ship the Gift Card via Rush Delivery for an additional $8.50 per order. Next day orders received by 9am PT Mon - Fri will arrive next business day; orders placed after 9am Fri - Sun PT will arrive on Tues.

How do I redeem Gift Cards or merchandise credit cards?

Gift Cards and merchandise credit cards may be redeemed online, by phone, or at any Pottery Barn, pottery barn kids, PBteen, west elm , Williams-Sonoma and Mark and Graham and store. To redeem online, enter the 16-digit card number and the 8-digit pin number in the "REDEEM GIFT CARDS OR PROMOTIONS" section on the Payment Information page during checkout. There will be the option to enter up to five Gift Cards or merchandise credit cards per order, which will automatically be deducted from your order total.

How do I check the balance of Gift Cards or merchandise credit cards online?

Is there an expiration date for a Gift Card or merchandise credit card?

No, we invite you to make use of your Gift Card or merchandise credit card at your convenience.

What if I lose a Gift Card or merchandise credit card?

A Pottery Barn Gift Card or merchandise credit card should be considered as cash. We cannot replace a lost or stolen Gift Card or merchandise credit card.

Can a Gift Card or merchandise credit card be exchanged for cash?

No, a Gift Card or merchandise credit card can be used only for purchases.

eGIFT CARDS

How are eGift Cards different from plastic Gift Cards?

Plastic Gift Cards are sent to recipients via mail. eGift Cards are sent via email and can be printed out and used hours after they're purchased. Both plastic and eGift Cards have no fees or expiration dates. They are both redeemable online, in stores or by phone.

How do I purchase and redeem eGift Cards online?

Pottery Barn eGift Cards can be purchased through potterybarn.com by clicking on the eGift Card option. This will take you to our partner site-CashStar. To order the Pottery Barn eGift Card, just enter the dollar amount and choose your card design or upload your own photo. Then enter the recipient's email address. Once the purchase has been completed, the eGift Card will be sent to the recipient's email inbox within hours of your purchase or on the date you choose. If lost, simply reprint the eGift Card. If stolen, contact CashStar Customer Support at 1.866.853.4741. Since this is a partner site, you will not be able to buy the eGift Card and other merchandise in the same transaction.

The eGift Card can be redeemed online, in stores or by phone. Just like our plastic Gift Cards, there are no expiration dates or fees. eGift Cards are available in any dollar amount between $25 and $250.

Like our plastic Gift Cards, there is no expiration date on your eGift Card. We recommend that you redeem it soon after you receive it so that you don't forget.

What if I lose my eGift Card?

All personal and financial information is transmitted using the https protocol over a Secure Sockets Layer (SSL), utilizing state-of-the-art technology for consumer protection. Behind the scenes, your Web browser is sending all personal and financial information over SSL. The eGift Card purchase process is fully PCI compliant. If you have any questions or concerns, please contact CashStar Customer Support at 1.866.853.4741.

How do I cancel the purchase of an eGift Card?

If you chose a delivery date that is in the future, you can cancel your purchase by contacting CashStar Customer Support at 1.866.853.4741. If the delivery date is today or in the past, your purchase cannot be cancelled.

Which credit cards do you accept?

We accept VISA, Mastercard, American Express and Discover. The Pottery Barn Credit Card cannot be accepted as payment for an eGift Card purchase because this site is operated by Pottery Barn's third party partner, CashStar.

Can I send a printed eGift Card to present to someone as a gift?

Yes. Simply personalize the eGift Card for your recipient, have it sent to yourself, and then print it. To do this, enter your own email address in the "Recipient Email" field, and check the box next to "This is for me." Enter your recipient's name and your own personal message on the Gift Card preview, and complete the transaction normally. You will receive an eGift Card alert via email. Follow the instructions in the message to retrieve your eGift Card, and then click "Print this page." The resulting printout may be presented as a gift to the recipient, and may be redeemed online or in our retail stores.

Can I purchase an eGift Card along with other Pottery Barn merchandise in the same transaction?

No. The purchase of an eGift Card is operated by Pottery Barn's third party partner, CashStar. To buy Pottery Barn merchandise, you will need to go to potterybarn.com and make your merchandise purchase in a separate transaction.

Can I use more than one eGift Card at a time?

Yes, multiple eGift Cards can be used.

What will the recipient receive when I send an eGift Card?

On the delivery date you choose, a message is sent to the recipient's email inbox informing them of your gift, with a link to retrieve the eGift Card online. The link in the email sends the recipient to a page showing the eGift Card you created (the design you selected, with your recipient's name and your personalized message), its value and code number. The page also gives simple instructions for redeeming the eGift Card.

How do I know that the recipient has received the eGift Card that I sent to them?

You will receive an email confirming delivery of the eGift Card and a message notifying you that the eGift Card has been viewed. If the eGift Card is not viewed within 7 days after delivery, you will receive a message with options for resolving the issue. We will send you another message 15 days after delivery if no action has been taken. You may also contact CashStar Customer Support at 1.866.853.4741 with the order number from the email you received confirming your purchase, and we will be able to let you know if the recipient has viewed their eGift Card.

Am I able to return the eGift Card?

You may not return or cancel your Pottery Barn eGift Card after it is received. Purchasers who wish to cancel an eGift Card purchase order prior to its delivery to a recipient should contact CashStar Customer Support at 1.866.853.4741 prior to the delivery date selected at the time of your purchase.

If you return merchandise originally purchased with an eGift Card, any refund will be issued in the form of a merchandise credit that may be used online, in stores or by phone.

Is my order secure?

All personal and financial information is transmitted using the https protocol over a Secure Sockets Layer (SSL), utilizing state-of-the-art technology for consumer protection. Behind the scenes, your Web browser is sending all personal and financial information over SSL. The eGift Card purchase process is fully PCI compliant. If you have any questions or concerns, please contact CashStar Customer Support at 1.866.853.4741.

GROUP eGIFT CARDS

What is Group Gifting?

Group gifting is just like "chipping in"- sharing the cost of a gift with friends or family instead of paying for the entire gift yourself. Collected contributions are pooled together and the gift recipient receives an eGift Card for the total value of all contributions. Click here to get started.

Is there a limit on how many people can contribute to a Group eGift Card?

There is no defined limit on how many people can contribute to a group gift. However, total contributions to each group gift are limited to $2,000 for Pottery Barn Group eGift Cards.

Will anyone see the amount of each contribution?

Only the gift organizer sees the amount of each contribution. The gift recipient and their friends will only see the total amount of the eGift Card, even when more than one friend has contributed.

Do I have to use Facebook to organize, contribute to or redeem a group gift?

Logging in with Facebook is an option, but not required. You can create an account with your email address and a password.

What happens if we don't collect enough money to reach our goal? Or we collect too much?

This is not a problem. Regardless of whether you reached, exceeded or fell short of your goal, the recipient will receive an eGift Card for the total amount collected.

As the delivery date approaches, what can I do if the goal has not been reached for a gift that I organized?

You will be sent periodic reminders via email as the delivery date for the group gift approaches. The reminders will include the goal amount and the amount contributed to the gift as of that date. If you feel that the goal will not be met, you can invite more friends to contribute, send reminders to invitees who have not yet contributed, or even extend the delivery date. All of this can be done from the Group Gift Management screen. A link to this screen is included in each reminder.

As each invitee contributes to the group gift, the notification email we send will indicate the goal, along with the current amount contributed. At any time, you can visit your Group Gift Management screen to track contributions.

We will send an email each time an invitee contributes to the group gift. A notification will also be displayed on your Group Gift Management screen.

How long do you have to wait to use a Group eGift Card after it is "Claimed"?

Group eGift Cards can be used immediately after they are claimed.

How will I know if the recipient has claimed the gift for a Group eGift Card that I organize?

We will send an email notification when the recipient claims the group gift. We will also send a notification if the recipient has not claimed the gift after a period of time. Should that occur, you will be given the chance to send a reminder email to the recipient.

POTTERY BARN CREDIT CARD

What is the Pottery Barn Credit Card?

The Pottery Barn Credit Card can be used to make purchases at any Pottery Barn store, through our catalog or website. Pottery Barn brands include Pottery Barn, Pottery Barn Bed and Bath, Pottery Barn Kids, PBteen and Pottery Barn Outlet Stores.

Earn 10% back in Rewards* or opt for 12 months special financing** when you shop with your Pottery Barn Credit Card. Additional benefits include: special offers throughout the year, sale announcements, exclusive events and updates on new products. Plus, there's no annual fee***. You can also manage your account online. Your Pottery Barn Credit Card can be used for purchases with all Pottery Barn brands. To learn more click here.

The Pottery Barn Rewards Program is automatically available to new Pottery Barn Credit Card customers. Transactions greater than $750 may choose between earning rewards or promotional financing. Reward points begin accumulation with first purchase. You will earn $25 for every $250 spent (one point for every dollar spent) with your Pottery Barn Credit Card at any Pottery Barn brand store, catalog or website. Points are awarded on all of your purchases (net of returns and credits) with any Pottery Barn brand, as mentioned above. Points are awarded on catalog and website purchases at the time of shipment/billing. Point balances will carry over from statement to statement until a Reward Certificate is earned. After 36 months, any accrued points that did not contribute to the issuance of a Rewards Certificate will automatically expire. Monthly point activity is detailed on your monthly billing statement.

Reward Certificates are issued monthly depending on your balance at the close of business every billing cycle and will be sent to you within 4-6 weeks. Your account must be open, in good standing and/or not more than two payments past due at the time the Reward Certificates are issued. At the end of each billing cycle, you will earn a Rewards Certificate if you have accumulated at least 250 points. Rewards Certificates must be used within 180 days of the date of issue.

Rewards Certificates are redeemable for merchandise only at any Pottery Barn brand store, through our catalog or website. Certificates cannot be combined with any promotional offer, credited to an account, redeemed for cash, applied to past purchases or used to purchase gift certificates. If the purchase total is more than the value of the Certificate, the difference must be applied to the Pottery Barn or Pottery Barn Kids Credit Card; it must be in good standing and/or not more than two payments past due at the time Certificate is redeemed otherwise the Certificate can not be redeemed for more than its value. Certificate is valid for one use only. If the purchase total is less than the value of the Certificate, the difference cannot be credited to any account, redeemed for cash/merchandise credit or used to purchase a Gift Card. In stores, Certificates must be surrendered at the time of purchase. Use the Code printed on the Certificate when redeeming it online or through our catalog. No additional Certificates will be issued after program termination. Lost or stolen Certificates will not be replaced. Certificate credit may appear on your monthly billing statement before the charge of your purchased product(s) due to the timing of the product shipment date, when the Credit Card is charged and billing cycle dates. Certificates may not be sold or otherwise bartered or transferred.

The Rewards Program is provided by Pottery Barn, which is solely responsible for the Program operation. Pottery Barn may change the terms and conditions of this Program at any time. See rewards terms and conditions for details.